Customer Experience Specialist

1 month ago


Cambridge, Cambridgeshire, United Kingdom Marshall Motor Group Full time

About the Role

We are seeking a highly skilled Customer Experience Representative to join our team at Marshall Motor Group. As a key member of our Contact Centre team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of service.

Key Responsibilities

  • Onboard new starters and provide training on systems and processes
  • Support Team Leaders to ensure robust action plans are in place and carried out
  • Audit and review customer calls to ensure high standards are maintained
  • Provide weekly and monthly feedback with required/planned actions
  • Review and monitor HR process protocols to ensure they are being maintained by Team Leaders

Requirements

  • Experience of organising a high volume, varied workload without day-to-day supervision
  • Excellent understanding of communications tools and ability to deliver within tight deadlines and to a budget
  • Excellent IT skills and willingness to develop knowledge and experience in new technologies
  • Creative thinking skills to inform and engage
  • Strong data analytical skills
  • Experience of working with senior management teams

About Us

Marshall Motor Group is one of the UK's largest car dealer groups, representing 23 of the world's most popular car manufacturers. We are passionate about our people and offer a range of benefits, including 25 days annual leave, life assurance, pension scheme, and wellbeing support.



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